Customer Support Consultant, Short-Term

New

Cape Town, Western Cape, South Africa. Belgrade, Vojvodina, Serbia. Sarajevo, Federation of Bosnia and Herzegovina, Bosnia and Herzegovina. Skopje, Greater Skopje, North Macedonia, Mon–Fri, 10:00–19:00 or Mon–Fri, 16:00–01:00 (UTC+02:00 time)Contract

Salary not disclosed

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Job Details

Languages: English (C1)
Required Skills: AndroidCustomer serviceWritten communicationZendeskVerbal communication

Requirements

Have excellent written and verbal communication skills in English (C1).
Have previous email-based customer service experience.
Have previous Zendesk experience.
Have previous experience working with KPIs and expectations.
Be able to resolve 80–100 tickets per shift.
Have an Android or Apple device, including a smartphone, for signing into accounts.
Demonstrate strong attention to detail and commitment to high-quality support.
Work independently while following established procedures and service expectations.
Reliably meet shift schedules and deadlines.
Be proactive about learning and continuous improvement.
Adapt to changes in processes, software, and expectations.

Responsibilities

Resolve user tickets promptly and accurately in line with project-specific procedures and quality expectations.
Follow SOP guidelines for tone, accuracy, escalation paths, and ticket categorization.
Document user interactions clearly and professionally in the designated support platform.
Complete daily supplemental tasks, such as knowledge review, internal communications, and task reporting.
Maintain an understanding of project workflows, updates, and service goals.
Meet or exceed individual KPIs and project metrics.
Contact the Team Lead when procedures or specific tickets are difficult to understand.
Communicate availability, workload, and schedule concerns, and submit schedule requests to the Team Lead.
Follow the assigned shift schedule.

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